SIPP Compliance Review

SME providing technical support and quality assurance within LBG’s FCA Section 166 project to review sales of interest rate derivatives to small to medium enterprises. Supervised a team of 12 QA reviewers while also supporting a wider QA team of 30-40, providing feedback and bespoke training and guidance. Developed a detailed knowledge and expertise across the project and in particular compliance review, redress outcomes and sophistication testing reinforced by a deep understanding of wider project outputs and processes. I ensured outputs were consistent within the bank’s compliance and regulatory framework, specialising in reviewing complex files and redress outcomes. I consulted and communicated precisely at all levels, regularly presenting cases for heads of function in release panel meetings and writing support memos for decisions and high-exposure payment authorisations. Where required I liaised with the bank appointed Independent Reviewer. I contributed to and updated review methodology as outputs evolved and frequently commented on specific and potentially wider impacts of decisions from a risk and compliance perspective. For example I worked closely with senior credit and policy heads of function to create new project methodology in relation to legacy credit policy. I applied consistently high standards and encouraged clear and focused communications to colleagues and customers alike.

Complaint review of legacy and BAU new business for Barclays Wealth. Accredited to review UK Life, Pensions, Investments and Private Bank and Wealth International Investment complaints. Consistently high standards and clear and complete communications to clients and throughout the business. Role included calculating compensation according to wide range of methodologies, including RU89, and identification of complaints and complaint trends to encourage ‘best practice’ for wider business process.

Dispute resolution of wide-ranging complaints between consumers and financial businesses. Consistently outstanding quality of work adjudicating in banking, investment, pension and discretionary portfolio management complaints. Complete complaint handling process from allocation to closure. Analysis of complex and multi-faceted issues to reach fair and reasonable outcome in every case. Clear understanding and use of relevant regulatory resources including FCA Handbook and COBs. Clear and focused communication internally to all levels and externally.